• Build and maintain accurate demand forecasts across seasonality, peak periods, and new product launches • Develop capacity models tied to SLAs, volume projections, and cost targets • Establish utilization benchmarks and manage adherence • Partner with Finance and Operations on proactive headcount planning • Identify capacity risks early and implement mitigation strategies • Directly manage Service Team Leads • Standardize expectations for queue management, call monitoring, QA scoring, and coaching • Implement consistent productivity and performance benchmarks across teams • Ensure floor discipline and real-time operational control • Drive accountability and measurable improvement across shifts • Own and evolve the QA rubric and scoring methodology • Implement calibration processes to ensure scoring consistency • Connect QA insights to training, workflow changes, and process improvements • Tie quality performance directly to resolution time, escalation rate, and customer outcomes • Identify systemic issues and drive root-cause correction • Evaluate and optimize Zendesk, Sprinklr, and related CX tools • Improve routing logic, escalation paths, and workflow efficiency • Reduce manual work through automation and smarter configuration • Build dashboards and reporting that provide real-time operational visibility • Partner cross-functionally when system changes are required • Define and manage core service KPIs including utilization, adherence, SLA attainment, resolution time, productivity, and QA performance • Deliver clear, data-driven reporting to senior leadership • Establish performance baselines and continuously raise standards